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Ell1
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Slow Download Speeds After Engineer Visit

Engineer attended this morning due to gardener cutting the external Virgin coax cable which runs to my house - Full loss of service.

Engineer ran new cable and services have been restored. Unfortunately I am now only received around 40Mb download whereas I used to receive 600Mb+ (Oomph).

Upload speed seems fairly normal around 40Mb.

When attempting 'Network Diagnostic Tool' whilst logged into router, gets to about 10-20% and internet cuts out for few seconds where test fails. Can watch packets drop from continuous ping externally before coming back several seconds later.

 

Up:

Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID

16030004649.8512064 qam1
23940001450.8512064 qam4
34619996649.8512064 qam3
45370000049.8512064 qam2



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000

 

Down:

Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID

13310000002.237256 qam25
22030000001.237256 qam9
32110000000.937256 qam10
42190000000.725256 qam11
52270000000.734256 qam12
62350000000.737256 qam13
72430000000.437256 qam14
8251000000036256 qam15
9259000000-0.237256 qam16
10267000000-0.437256 qam17
11275000000-0.437256 qam18
12283000000-0.237256 qam19
13291000000037256 qam20
142990000001.237256 qam21
153070000001.737256 qam22
163150000002.237256 qam23
173230000002.237256 qam24
183390000002.537256 qam26
193470000002.737256 qam27
203550000003.437256 qam28
213630000003.237256 qam29
223710000003.438256 qam30
233790000003.237256 qam31
243870000002.737256 qam32



Downstream bonded channels

Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors

1Locked37.3496616169
2Locked37.31739636773
3Locked37.3399526660
4Locked25.740729106602122231
5Locked34.44735213501
6Locked37.3370214999
7Locked37.6204318984
8Locked36.6193320446
9Locked37.6240021652
10Locked37.3226726815
11Locked37.3193427401
12Locked37.3169024914
13Locked37.6346412399
14Locked37.3460913997
15Locked37.3942319587
16Locked37.6291721635
17Locked37.6324915061
18Locked37.6251725733
19Locked37.6212027412
20Locked37.3147127014
21Locked37.6175026164
22Locked38.9228323506
23Locked37.6260421297
24Locked37.6209918995
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jpeg1
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Re: Slow Download Speeds After Engineer Visit

The signal levels are fine but there is a great deal of noise on the signal which is causing data corruption.

Have you restarted the Hub since the technician visit?  If so then there is a connection fault which will need to found and corrected. As a start you should check that all the coax connections to the Hub and TV devices are tight.

If you haven't restarted the Hub, do so now and check the data again after a day. 

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Ell1
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Re: Slow Download Speeds After Engineer Visit

Thanks jpeg1,

 

Hub was restarted following engineer visit which made no difference.

Just popped to the cupboard where the splitter & power for splitter is connected and checked all connections, all seemed tight and haven't been in here since speeds were fine.

Just popped back and checked and appear to be back at normal speeds now. However, in regards to noise on the signal, the downstream stats still appear similar to those previously. New stats:

Downstream bonded channels

Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID

1331000000337256 qam25
2203000000237256 qam9
32110000001.537256 qam10
42190000001.535256 qam11
52270000001.537256 qam12
62350000001.437256 qam13
7243000000137256 qam14
82510000000.737256 qam15
92590000000.237256 qam16
102670000000.237256 qam17
112750000000.237256 qam18
122830000000.437256 qam19
132910000000.937256 qam20
14299000000237256 qam21
153070000002.537256 qam22
16315000000337256 qam23
17323000000337256 qam24
183390000003.437256 qam26
193470000003.537256 qam27
20355000000438256 qam28
213630000003.938256 qam29
22371000000438256 qam30
233790000003.937256 qam31
243870000003.438256 qam32



Downstream bonded channels

Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors

1Locked37.3497516169
2Locked37.61739736773
3Locked37.3399926660
4Locked35.541316790638548458
5Locked37.34864613996
6Locked37.6370414999
7Locked37.3204818984
8Locked37.6193620446
9Locked37.6240921652
10Locked37.3227126815
11Locked37.3193927401
12Locked37.6169524914
13Locked37.3346912399
14Locked37.6461613997
15Locked37.6942619587
16Locked37.6292721635
17Locked37.6325215061
18Locked37.6252225733
19Locked37.6212427412
20Locked38.6147427014
21Locked38.6175226164
22Locked38.9228523506
23Locked37.6261121297
24Locked38.6210118995
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jpeg1
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Re: Slow Download Speeds After Engineer Visit

Your logs haven't cleared.  Can you do a factory reset by holding in the pin switch for 30 seconds?  Then wait for it to restart in its own time. 

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Hayley_S
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Re: Slow Download Speeds After Engineer Visit

Hello @Ell1,

 

Welcome to the community page, thank you for posting on here.

 

I am sorry to see your download speed seems slow since your engineer visit.

 

Please can you try doing the pinhole reset as suggested by @jpeg1.

 

Let us know how it goes.

 

Many thanks,

Hayley
Forum Team



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Andrew-G
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Re: Slow Download Speeds After Engineer Visit

Resets and reboots won't help, because the problem is an SNR issue on D/S channel 4.  A reboot or reset might shift the affected frequency (219 MHz) to a different D/S channel number, and may temporarily improve the SNR, but is unlikely to resolve the problem.

@Ell1 check all connections on VM coax cables in the house to see that the connectors are finger tight.  If there's no lasting improvement it will need a technician visit unless the problem is down to noise somewhere else on the same segment and a tech visit for somebody else finds and fixes it. 

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Re: Slow Download Speeds After Engineer Visit

@Andrew-G

The reason for asking for a reset is that the data currently posted was running from before the technician's visit.

A fresh set of data will show whether the SNR problem still exists.

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Re: Slow Download Speeds After Engineer Visit


@jpeg1 wrote:

@Andrew-G

The reason for asking for a reset is that the data currently posted was running from before the technician's visit.

A fresh set of data will show whether the SNR problem still exists.


Hold on a moment, go back and read @Ell1 's reply to you: "Hub was restarted following engineer visit which made no difference....However, in regards to noise on the signal, the downstream stats still appear similar to those previously. New stats:......"

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Re: Slow Download Speeds After Engineer Visit

Yes I saw that,  but if you look at the most recent stats and the previous ones you will see that they are almost identical with just a few numbers added.  As you quoted from the OP.  It's clear that the stats were not reset. 

The problem may or may not have been fixed by the technician visit, but the only way to check is to reset the counters to zero and start with a clean sheet. 

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Re: Slow Download Speeds After Engineer Visit

Point taken, and I doff my cap to you, but the delta between the pre-tech visit and after is 36,426,227 post RS errors on D/S channel 4, which was still showing borderline SNR.  I suppose it is possible those were built up only between the previous set and the actual point in time the tech worked their magic.  If @Ell1 will kindly repost the latest downstream data we can see, whether the hub has since been restarted or not.  If the hub is restarted, don't repost data until a few hours after the restart, because if the error counters are properly reset we'll see nothing.

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